As a Customer Support Specialist at Instant, you'll be on the front line helping eCommerce brands get up and running, troubleshoot issues, and get the most out of our platform. You'll work closely with Operations, Customer Success, Product, and Engineering as our product evolves, playing a key role in customer satisfaction and retention. This is a high impact role for someone who's operationally minded, ready to roll up their sleeves and own the support function as we scale across thousands of fast growing brands.

Why Instant:

Instant is the world's first AI-powered marketing manager built for ecommerce. Today, we're quickly becoming the most important piece of technology to help the fastest growing brands on the planet to significantly scale their revenue - on autopilot. We're reinventing how brands bring their lost shoppers back to purchase through AI-powered email and SMS retention marketing. Our ambition is to be just as important and essential as Meta when it comes to helping an ecommerce brand scale.

This is a rare chance to help build a generational company at a true inflection point. Today, we service over 1,000+ of the worlds fastest growing brands like ThirdLove, David Protein, July Luggage and Meshki, with Instant's products generating over 30% of our customers annualised revenue. We have strong product-market fit, adding more than $1M in ARR every month, 100M's of shoppers interacting with Instant everyday, and the backing of world-class investors with over $35M raised from Blackbird, Hummingbird and Hubspot.

We're scaling fast.

The work is ambitious, the talent bar is high, and the opportunity for growth - personal, professional, and financial - is unmatched. Instant would be the fastest moving company you'd ever be a part of in your career. So, if you consider yourself ambitious,



we invite you to join us!

What you'll do:

- Be the first line of support for our customers across live chat and email, solving issues quickly and empathetically.
- Own the support function end-to-end, maintaining and expanding our documentation to help scale support smarter.
- Assist with new customer onboarding requests coming in via our help desk, answering technical and product-related questions.
- Partner with our Customer Success Managers to troubleshoot issues and support account growth.
- Work closely with Operations and our Head of Customer Success to spot opportunities to optimise and automate support processes, without ever losing sight of a top tier customer experience.

About you:

- Operationally minded, with experience working in a fast-paced environment and a track record of bringing structure and process to ambiguity.
- Commercially aware - you understand how support connects to retention and revenue, even if it's not the main focus of the role.
- A self-starter who's happy to roll up their sleeves and take ownership of the support function as it scales.
- Excellent written and verbal communication skills. You'll be the voice of Instant.
- Curious, adaptable, and quick to learn recent tools, with a knack for troubleshooting technical issues.
- Empathetic, resourceful, and proactive, you care deeply about delivering great customer experiences.
- Excited to grow into bigger responsibilities in automation, customer success operations, or technical enablement.
- Prior CS or Sales experience in SaaS or eCommerce is a plus, but not required.

We offer a comprehensive benefits package including employee equity, competitive compensation and team lunches. This role is hybrid, based in Surry Hills, 3 days per week (Tuesday, Wednesday, Thursday). All applicants must reside in Sydney with full working rights.

📌 Customer Support Specialist (Sydney)
🏢 Instant
📍 Sydney